Part 1: Turning cultures that can't into cultures that care -- The enemy within that sabotages companies, customer service and jobs -- Where it all starts to go wrong - human nature -- How self-destruction works in workers - and how to stop it -- How self-destruction works in management -- How self-destruction works in 'non-marketers', who want no part of it -- Part 2: Straightening out marketing -- How self-destruction works through marketers -- Making the pardigm shift -- Barriers, the basic building blocks of post-modernist business -- The power of post-modernist marketing -- Part 3: Clearing out self-destructive barriers -- Barriers, bothers and business -- Post-modernism merged with mainstream marketing -- Marketing made easy -- Barrier-based action plans -- Steps to staff survival and success -- Of confidence, costs and caring customer service

1. Customer relations
2. Consumer satisfaction
3. Customer services
4. Success in business